Senior Analyst – German Speaking

About the role

We are looking for a Senior Analyst who is fluent in German to provide Level‑1 remote desktop support. The role involves troubleshooting tickets, diagnosing hardware, software and network issues, and ensuring a high‑quality customer experience in line with our service level agreements.

Key responsibilities

• Deliver L1 remote desktop assistance via phone, email or chat, meeting agreed SLA targets.
• Diagnose and resolve hardware, software and network problems.
• Maintain quality standards, including voice, accent and regulatory compliance.
• Achieve high customer satisfaction through first‑call resolution and low average handling time.
• Log work accurately, follow escalation procedures and route complex cases to higher‑level support.
• Contribute to knowledge‑base updates and pursue self‑development activities.

Required profile

• Fluent German language skills (spoken and written).
• Strong communication abilities and a customer‑focused attitude.
• Ability to work independently while adhering to defined processes and quality standards.
• Commitment to maintaining high availability and login efficiency.

Required skills

• Remote desktop support
• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting